Claims Quality Coach
Brussels
Claims /
Permanent Contract /
Hybrid
About Qover:
We are Qover, a leading insurtech scale-up that has raised $70 million.With an international team of 120+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences – creating meaningful connections with their community and enabling their success.
Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent, and accessible across borders – a global safety net.
To that end, our platform covers millions of users across 32 European countries and works with longstanding partners like Revolut, Deliveroo, NIO, Canyon, Monzo, Cowboy and many others.
About the role
We are looking for an Insurance Claims Quality Coach who is willing to be part of an ambitious entrepreneurial journey aiming at disrupting the European claims market. Someone with a "can-do attitude", passionate about ensuring the best claims and customers' experience and that is looking to have fun.
Main tasks and responsibilities
● Analyse the quality of the claim activity from various sources: open and closed claims files, recorded claims phone calls, claims with low customer satisfaction scores and claims escalated to complaints, for example.
● Provide continuous feedback on the claims reviewed to claims officers and claims leadership.
● Analyse the root cause of the low quality of claims and the dissatisfaction of customers. Propose creative solutions to fix root cause issues.
● Collect and spread lessons learned regarding terms and conditions interpretation to claims colleagues and those in the insurance team.
● Evaluate the quality of the claim handling process, organisation, tools and templates.
● Identify areas of improvement and propose improvement projects and ideas.
● Evaluate the quality of Qover’s active insurance solutions and propose enhancements to relevant teams (product managers, insurance etc.)
● Train and enable claims team members on priority topics to maximise team impact.
● Host external audits from insurers on Qover’s claims activity.
● Coach and train claim team members on improvement opportunities.
Your profile
● You have 5+ years of experience working at an insurance company, MGA, broker, third party administrator or consulting firm
● You have 3+ years of experience in the claims domain.
● Experience with project management, process improvement, training and/or coaching is a strong asset.
● You speak fluent English, any other European Language is a plus
● You have a sound working knowledge of Google applications i.e. Gmail, googledoc, googlesheet, slack, etc and ability to grasp new systems quickly.
● You can effectively multitask and prioritise a varied workload
● Tech affinity is a plus
● You can work under pressure and you are able to prioritise your tasks
● You are able to work in fast paced environment with conflicting priorities
● You take initiatives , You have strong stakeholder management skills
● You have good written and verbal communication skills
● You are self-motivated, open-minded, curious and flexible, with a "can do" mentality
By joining our dynamic and ambitious team, we offer:
● A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year
● 28 days off (8 extra days on top of the 20 legal days)
● A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events
● A positive company culture that values teamwork and taking initiative but also having fun, with regular social events
● A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.
● The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe’s fastest-growing insurtechs
